IFS Assyst (formerly Axios Assyst, acquired by IFS March, 2021) is an ITSM product in both SaaS and on-premise configurations - the SaaS version is called assystSaaS. This product competes with BMC Remedy, IBM SmartCloud, Cherwell Service Management, and FrontRange ITSM (now Heat Service Management).
N/A
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Pricing
IFS Assyst
ManageEngine ServiceDesk Plus
Editions & Modules
No answers on this topic
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Offerings
Pricing Offerings
IFS Assyst
ManageEngine ServiceDesk Plus
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
IFS Assyst
ManageEngine ServiceDesk Plus
Features
IFS Assyst
ManageEngine ServiceDesk Plus
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
IFS Assyst
8.9
1 Ratings
8% above category average
ManageEngine ServiceDesk Plus
7.6
21 Ratings
8% below category average
Organize and prioritize service tickets
10.01 Ratings
8.021 Ratings
Expert directory
9.01 Ratings
6.714 Ratings
Service restoration
9.01 Ratings
6.216 Ratings
Self-service tools
9.01 Ratings
8.019 Ratings
Subscription-based notifications
9.01 Ratings
7.215 Ratings
ITSM collaboration and documentation
9.01 Ratings
8.817 Ratings
ITSM reports and dashboards
7.01 Ratings
8.019 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
IFS Assyst
9.0
1 Ratings
9% above category average
ManageEngine ServiceDesk Plus
7.9
16 Ratings
4% below category average
Configuration mangement
10.01 Ratings
8.415 Ratings
Asset management dashboard
9.01 Ratings
8.015 Ratings
Policy and contract enforcement
8.01 Ratings
7.211 Ratings
Change management
Comparison of Change management features of Product A and Product B
I would suggest that in this product class, you get what you pay for. Although it is was sold as SAAS with a nearly 'plug and play' implementation, at least one full time highly trained admin is needed for ongoing support. I would advise a team implementation strategy.
ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.
Ticket logging for end users, so they can see the progress on their help requests
Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
Axios assyst outperforms JIRA in every aspect, JIRA is a good job system but when it comes to complex processes and configuration management then JIRA is simply not the right system.
Spiceworks was free, which obviously had both benefits and limitations - I will say that the community around Spiceworks has always been great. If we could replicate that experience with the ME user base, it would be terrific.
The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).
